The Emergence of the Social Call Center

Picture this: your call agent thinks that a customer is offering his or her complete, undivided attention. In reality, however, the customer is only partially listening. That’s because he or she is on Facebook and Twitter, sending a text message, checking out your company on LinkedIn and sending e-mail – all while trying to grab a bite to eat before heading out the door.

Is your company approaching this type of ultra-connected customer from the right angle?

Social media has invaded the consumer. It should go without saying that it needs to invade your call center, as well. What you need is an integrated approach if you want to truly connect with customers. This means ensuring that you have the latest in call center application technology. Sometimes, a basic telephone call just isn’t enough to get the job done. If a consumer is on Facebook, for example, then your organization needs to be posting on Facebook while you are on the phone with them.

Statistically, it will do more harm than good to resist the demand for social media when it comes to customer service. In fact, 83 percent of businesses improve and strengthen their brand identity by using social media. And 78 percent improve year-over year consumer retention rates by doing this as well. Further, 63 percent are able to reduce the amount of money that they spend on customer service.

And aside from the value of telephone interaction coupled with social media engagement, consumers can use these outlets as a way of contacting you to let you know when they are available to chat. Multi-channel virtual queuing allows consumers to inform you of their availability through social media, your website or directly over their mobile devices.

So back to the question at hand: are you approaching your on-the-go customers at the right angle? If not, do you have a plan in place to change this?